CPS - ITS Remote Access Support

Information Security Remote Access Services


Frequently Asked Questions

In addition to these frequently asked questions, knowledge base articles and solutions to common problems can be found in the Installation and Troubleshooting Guide.

Table of Contents

 

Q. What is the link to the Remote Access Solution?

A. You can access the Remote Access solution at:http://connect.cps.edu. Please review the installation guide for directions. The installation guide is located at http://vpn.cps.k12.il.us.  Most users will have their access automatically provisioned based upon their role within CPS.

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Q. What is my Active Directory (AD) user name and password?

A. Your Active Directory username and password is the same as your general CPS username and password.

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Q. How do I change my Remote Access Password?

A. Your Remote Access client password is the same as your Active Directory password. In order to change it, you need to access the CPS Password Management site located at https://password.cps.k12.il.us/. Follow the instructions and allow 15 minutes for the password to change to propagate the Remote Access solution. If you are not an employee, please call the IT Service Desk at (773)-553-3925, option 9, to get your password reset.

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Q. How do I use the CPS Remote Access solution?

A. The CPS Remote Access client is an Internet browser based solution. To start a Remote Access session, go to the following website: http://connect.cps.edu. You will be presented with a login page. Enter your Active Directory username and password.

If your credentials have been successfully authenticated, you are ready to access applications remotely. Please note: You will only be given access to applications that you are authorized to access. If you do not see a link to an application, or can’t access an application, please fill out the CPS Remote Access Service Request form in order to request access. All Remote Access requests are subject to final approval by ITS.

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Q. What are the support hours for Remote Access Service?

A. The IT Service Desk is available 7 a.m. to 5 p.m. Monday through Friday at (773)553-3925, option 9.

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Q. I am having trouble installing the ActiveX or Java client. What do I do?

A. Please refer to the troubleshooting guides for additional settings and instructions to follow for installing the ActiveX client.
MS Windows: Installation and Troubleshooting Guide for Windows
Apple Macintosh: Installation and Troubleshooting Guide for Apple Macintosh.
If you have a CPS-owned computer and are still having issues please, call the IT Service Desk at (773)553-3925, option 9, for additional assistance.
If you are trying to install the ActiveX client on a personal computer please refer to the FAQs and the Troubleshooting guides. If you still experience issues, you will need to contact your local computer support service to address the issue.

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Q. I am getting a “Wrong Username or Password” error. What do I do?

A. If you have successfully connected to Remote Access previously, try resetting your password via the CPS Password Management site at https://password.cps.k12.il.us/.
If you are a contractor, you will need to contact the IT Service Desk at 773-553-3925, option 9.

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Q. I am having trouble accessing the Remote Access website. What do I do?

A. You will need to verify that you have Internet connectivity. If your Internet connection is stable, contact the IT Service Desk at (773)553-3925, option 9.

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Q. I am using a personal firewall at home. Will it work with the Remote Access client?

A. Any personal firewalls will support Remote Access client connectivity. In order to determine the appropriate configuration for your firewall please refer to your firewall manuals and ensure that HTTPS (port 443) is allowed out to the Internet.

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Q. I am trying to log in to the Remote Access Portal and I am getting an error regarding anti-virus or malware. What do I do?

A. The Remote Access solution has built in end-point security features to protect the Board network from malicious attacks and computer viruses. CPS users should have up-to-date anti-virus software on their Board-owned computers or personally-owned computers.

The following anti-virus programs are supported and should be installed:

Windows OS

  • AVAST Antivirus
  • AVG Antivirus
  • Computer Associates eTrust InnoculateIT
  • Computer Associates VET
  • Forefront Client Security
  • F-Secure Antivirus
  • Kaspersky Antivirus
  • McAfee VirusScan
  • Panda Antivirus 2009
  • Windows Live OneCare Antivirus
  • Sophos AV
  • Symantec Norton Antivirus 360
  • Trend Micro PC-cillin/OfficeScan
  • Zone Alarm 7.0 Antivirus
  • Zone Alarm Antivirus with CA Vet engine

Apple Macintosh OS

  • McAfee VirusScan for Mac
  • Sophos Anti-Virus for Mac OS X

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Q. I can’t access the application links in the Web section of the Remote Access Portal using Microsoft Windows Vista or Windows 7 and Internet Explorer. What do I do?

A. We have identified an issue with users trying to log into the Remote Access web portal using computers running Microsoft Vista, Windows 7 and Internet Explorer. You will need to update your Internet Explorer setting. This will correct the issue and allow you to use the Remote Access solution without issue.

Step 1:

   

From Internet Explorer, click Tools.

Step 2:

Click Internet Options.

Step 3:

 

Click the Security tab.

Step 4:

 

Click on the Trusted sites icon. 

Step 5:

 

Click on the Sites button.

Step 6:

 

Type https://*.connect.cps.edu in the “Add this website to this zone:” and click the Add button: This will add it to the “Websites” section.  Once added, click the close button.

Step 7:

 

Go to the Remote Access website (http://connect.cps.edu) and Login to Remote Access as usual.

Step 8:

 

You are now able to access your applications - Click any link under Web applications.

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Q. Can I access the Remote Access solution with a dial-up connection?

A. The Remote Access solution requires a high speed Internet connection. Users must connect using a DSL, cable or other high-speed connection with supported hardware and Internet browser. Please refer to the Minimum Requirements web page for complete details on hardware and software requirements.

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Q. Why do certain native applications or connection safe applications not work in Windows 7?

A. If not in Network mode in the small window (SNX) you will need to disconnect andreturn to the portal page. Across from Native Applications you will see the “Settings” link. Click on the link and go to the section “Connect SSL Network Extender using.” Select “Network Mode” and click “OK.” Click the “Connect” button on the portal page to reconnect. You will see the connection as “Network Mode” and the IP address should be 172.X.X.X.

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Q. How do I disable ActiveX Filtering using IE9?

A. To disable:

  1. From within Internet Explorer, click on Tools.
  2. Click on Safety.
  3. Uncheck ActiveX Filtering.

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Q. How can I check to see whether I am running in 32-bit mode or 64-bit mode on a Mac and how can I change from one to the other?

A. Checking 32 or 64-bit Kernel Mode in Snow Leopard

  1. Click on About This Mac
  2. Click on More Info
  3. Click on Software
  4. Click on Extensions
  5. Locate 64‐bit Kernel and Extensions. If this displays YES, then the system is booted in 64‐bit mode. Currently SNX does not support 64‐bit mode and you will need to boot the system into 32‐bit mode.

Booting One-Time into 32-bit Kernel Mode in Mac OSX

Hold down the 3 and the 2 keys during startup to boot one-time into 32-bit Kernel mode.

NOTE: Your system will revert to the default mode on next startup. See Changing the Kernel Boot Mode in Mac OSX for a more permanent solution.

 

Changing the Kernel Boot Mode in Mac OSX

To select the 64-bit kernel for the current startup disk, use the following command in Terminal:

sudo systemsetup -setkernelbootarchitecture x86_64

To select the 32-bit kernel for the current startup disk, use the following command in Terminal:

sudo systemsetup -setkernelbootarchitecture i386

NOTE: This setting is stored in the /Library/Preferences/SystemConfiguration/com.apple.Boot.plist file and will take effect every time you start up from this disk.

If you start up from a different disk, the setting on that disk, or the hardware default, will take effect.

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Q. Java does not work on Mac OSX 10.7. How do I fix it?

A. Install Java SE 6 for Mac OSX 10.7. See http://support.apple.com/kb/DL1421 for the Java download.

  1. Download the application’s .DMG file. Often, the icon will end up on your desktop.
  2. Double-click the .DMG file to open it. Another new icon with a name similar to the .DMG file will appear on your desktop.
  3. If a new Finder window doesn’t automatically appear, double click on the new icon that has appeared on your desktop. A Finder window will appear.
  4. Locate your application’s icon within this new Finder window. Drag and drop it into your “Applications” directory.
  5. After installation you will need to enable Java applets. To do this, click on Go, and then Utilities in Finder.
  6. Double-click on the Java Preferences icon.
In the General tab, place a check in the box labeled Enable applet plug-in and Web Start Applications.

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Remote Access